Be the patient for a few hours…

When was the last time you entered and experienced your practice with a mindset of seeing the practice as a patient of yours would see it?  Or, when was the last time you hired a “secret shopper” to perform this function for you?  It may have been a while ago (maybe when you first opened the practice), or it may never have occurred.  If so, I would recommend you set up some time to do so.  With a large move toward consumerism in healthcare – that is, more freedom of choice by the patient to see who they want to see – insuring that your practice creates an exceptional customer experience is paramount to it’s success.

Business experts say that, in the future, the customer experience is what will separate the winners from the losers. So, take a good look at what a person would experience visiting your practice from the perspective of a patient, especially a new patient. Is there any way this can be improved? You’ll be pleasantly surprised by how your practice can benefit from this exercise.

Check out this article by Peter Polack at Medical Practice Trends for the entire article.